Mapping User Dissatisfaction in Mobile Banking Applications Using Ensemble Clustering LDA and LSA

Authors

  • Kartikadyota Kusumaningtyas Universitas Jenderal Achmad Yani Yogyakarta
  • Alfirna Rizqi Lahitani
  • Irmma Dwijayanti
  • Muhammad Habibi

DOI:

https://doi.org/10.31937/ijnmt.v12i1.3804

Abstract

Mobile banking has become one of the most popular choices compared to other online banking services. Google Play Store is an online application store platform provides a review section for users to give ratings and comments on the applications they use. Positive reviews typically contain good experiences that reflect user satisfaction, while negative reviews usually contain poor experiences that indicate complaints and user dissatisfaction. However, Google Play Store does not yet have a feature to automatically map the main topics in both positive and negative reviews. Specifically for negative reviews, this can make it difficult for developers to understand the root problems and take appropriate corrective actions. In some situations, negative reviews need to be handled more quickly. Slow handling of negative reviews can impact the decline in reputation and customer loyalty. This research aims to identify user dissatisfaction topics based on negative reviews of several popular mobile banking applications in Indonesia, namely BCA Mobile and BRImo.

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Published

2025-06-26

How to Cite

Kusumaningtyas, K., Lahitani, A. R., Dwijayanti, I., & Habibi, M. (2025). Mapping User Dissatisfaction in Mobile Banking Applications Using Ensemble Clustering LDA and LSA. IJNMT (International Journal of New Media Technology), 12(1), 32–38. https://doi.org/10.31937/ijnmt.v12i1.3804

Issue

Vol. 12 No. 1 (2025): Vol 12 No 1 (2025): IJNMT (International Journal of New Media Technology)

Section

Articles

License

Copyright (c) 2025 Kartikadyota Kusumaningtyas, Alfirna Rizqi Lahitani, Irmma Dwijayanti, Muhammad Habibi

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